Royal Surrey County Hospital
Royal Surrey County Hospital, Egerton Road, Guildford, Surrey, GU2 7XXContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled A&E is broken
Rated 2 stars out of 5
by Anonymous - Posted on 08 August 2023
My husband was referred to A&E from 111 and what we experienced when there was a broken system. Basic observations at first with no triage for at least an hour. A much needed CT scan was conducted quickly but we were there 11 hours overnight before the results were received. Unnecessary blood tests, no information on delays unless you disturb the nurses to ask. No care in the waiting room. The observation person was browsing cars to buy on the computer. The wait time was increasing but not relayed to patients. The waiting area was cramped and overcrowded with patients asking patients for info and help and staff constantly calling out for patients not there. I have never been more disappointed with an outdated broken system. The only saving grace was the polite apologetic nurse. Even the doctor didn’t even mention the unnecessary blood tests!
Visited Accident and emergency services on July 2023
Review titled Royal Surrey County Hospital
Replied on 18 August 2023
Thank you for taking the time to share feedback on your husband’s recent experience in our Emergency Department. We are very sorry for the wait you incurred, particularly for the results of his CT scan. Our Emergency Department has been incredibly busy in the last few weeks with a high number of people seeking our help. This has been further impacted by periods of industrial action, which have not just been taking place at Royal Surrey but across the country. The Trust has recently received national funding to improve its urgent and emergency care provision, which will help us to reduce waiting times for patients who need our help, and building work is already underway. Please be assured that we will share your experience in our team meetings to ensure that any lessons can be learned from your feedback. We will also be looking further into the wait times you faced for diagnostic scans. If you would like to talk further about your husband’s experience please do contact us directly by email rsch-tr.PALS@nhs.net Once again, thank you for taking the time to share your experience. RSFT Patient Experience Team.
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Review titled Fantastic care
Rated 5 stars out of 5
by Anonymous - Posted on 26 July 2023
My 90 year old father was brought in for having a 'funny turn' in a local shop. Although it was a very long wait, all the staff were incredibly kind, thoughtful and re-assuring to both myself and my father. Constant checks were made, ensuring my father was kept hydrated, fed and comfortable. All staff, including the Consultant kept us updated as to progress of tests and results. We were both so appreciative of the time and care given by everyone and would like to thank everyone.
Visited Accident and emergency services on July 2023
Review titled Royal Surrey County Hospital
Replied on 28 July 2023
Thank you very much for your feedback which is always valued. We are extremely pleased to hear that your father received such good care, which we will pass on to the relevant team. We wish him all the best with his recovery. Kind regards, Royal Surrey Communications Team
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Review titled Fantastic care and supportive staff
Rated 5 stars out of 5
by Jonathan Smith - Posted on 04 January 2024
I was referred from 'out-of-area' because of delays in my own hospital area. The friendliness, professionalism and efficiency of the team within the Urology Department were fantastic and the whole process from diagnostics through to a radical prostatectomy was made as understandable and as painless as possible. I will be forever grateful for the care and support of the surgeons and the whole of the urology team.
Visited Urology on July 2023
Review titled Royal Surrey County Hospital
Replied on 08 January 2024
Dear Mr Smith, Thank you very much for taking the time to share your positive feedback about your care received from the Urology Team. We have shared your appreciative comments with the team to let them know and we wish you all the very best for the future. With kind regards from the Patient Experience Team.
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Review titled Wonderful care and kindness
Rated 5 stars out of 5
by Susan Odell - Posted on 03 July 2023
I went to a and e with discomfort in abdomen. I was seen and told to go for a ct scan 2 days later.I was in aeu for 11hrs but met with nothing but kindness and at the end of the day I had the results of scan and next step. The latter given to me by a member of the surgical team who had been operating all day and took the trouble of seeing me at 8pm. I then had a sigmoidoscopy, superb care in Endoscopy dept especially as I was worried! My only request is this. I was told by a lovely man in aeuthat I had an abnormality in my abdomen. Naturally I tried to find out what but he did not know and said there might be a”lump” but to wait for member of a surgical team to see me. After aeuI was sent a discharge letter which said that “appearances may suggest a sigmoid tumour”. This struck fear and last week was so long awaiting procedure and results. Thankfully, diverticulitis. All I would ask is that you do not send letters using words like lump or tumour before diagnosis. I do understand though that it was a medical report of the facts, however I as the patient was not prepared for tumour in black and white! But a huge thank you to all in a and e and aeu and Endoscopy. You are superb and really appreciated for your professionalism and compassion. We are so lucky.
Visited Colorectal cancer services on June 2023
Review titled Royal Surrey County Hospital
Replied on 07 July 2023
Dear Susan, Many thanks for sharing your feedback with us. We value all feedback as it helps us to continuously improve our services. We will pass your comments on to the relevant team, and we are glad that you had a good experience. Wishing you all the best in your recovery and thank you again for taking the time to contact us. Kind regards, Royal Surrey Communications Team
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Review titled Insomnia Service
Rated 5 stars out of 5
by Anonymous - Posted on 08 June 2023
I was referred to the Insomnia service by my GP. At that point I was having very disrupted sleep which was having a significant effect on my quality of life, my ability to concentrate, exercise, etc. After several appointments in the Sleep Medicine department my situation is very much improved and I feel I have all of the necessary knowledge and techniques to improve further. This is a genuinely life changing course of treatment and I cannot recommend it highly enough.
Visited Sleep Medicine on June 2023
Review titled Royal Surrey County Hospital
Replied on 26 June 2023
Thank you for letting us know about your positive experiences and help from the Insomnia Team at Royal Surrey NHS Foundation Trust. It is great to receive your feedback and it has been passed on to the team. We wish you all the very best going forward. With kind regards from the Communications Team
Provided by Care opinion
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 12 June 2023
Having waited a significant time for an operation I phoned PALS and they were so helpful - within an hour Orthopaedics and phoned back and booked me in for my operation!! Thoroughly recommend the PALS service and also very grateful to Orthopaedics for then organising
Visited Orthopaedics on June 2023
Review titled Royal Surrey County Hospital
Replied on 26 June 2023
Thank you for taking the time to send us your positive feedback about the Patient Advice and Liaison Service at Royal Surrey. Your kind words of praise have been sent to the team and will be much appreciated. Wishing you all the very best. Kind regards from the Communication Team.
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Review titled Rather Disappointing
Rated 4 stars out of 5
by Paul Robinson. - Posted on 30 June 2023
I was told to arrive for my Hernia repair at 07:30. As there no bed was available, until about 10:00 I sat in the reception area. During that time I was interviewed by the surgeon and the anaesthetist in what was described by one of the staff as broom cupboards. At around 10:00 I was taken to change for the op and then walked to the theatre. I came round in the recovery room at about 11:45 and there I remained for 3 hrs waiting for a ward bed. The nurse who was looking after me was very attentive and caring. I cannot say the same for the nurse in the rs sssu Bay 6 Bed 2. When I was in the ward I was just left. I had to call the nurse after about 30 minutes for my belongings to be brought to me having already discussed what had happened to them on my arrival in the ward. I saw the the two surgeons after the op who said I could go after I had urinated. After I had been about an hour or so later and returned to the bed I called the nurse and told her I had urinated and that I had come over very hot while standing and a bit wobbly on my legs. She couldn't have been more disinterested and gave me the impression I was wasting her time. At no time through the whole stay did she come and check on me medically, although she did bring me a cup of tea and a sandwich. At 17:00 when another patient was being served his evening meal I called over a student nurse who was making up a bed and and asked what the game plan for me was. The student was aware I supposed to be discharged but until I asked there had been no movement or discussion in that direction. When I was given my discharge papers I was also handed a pamphlet about the repair of Epigastric......Henia's Form Pin180110-1439. I had a Inguinal Hernia and should have been give form Pin220311-1438. I found the correct form on line today at home. In short it was a disappointing experience although I praise the Recovery Nurse and the Student Nurse for their attention.
Visited General Surgery on June 2023
Review titled Royal Surrey County Hospital
Replied on 07 July 2023
Dear Paul, Thank you for taking the time to share your feedback with us which we will pass on to the relevant team. We value feedback like this because it helps to continuously improve our services. If you would like the matter to be investigated further please get in touch with our Patient Liaison and Advice Service (PALS) at rsch-tr.PALS@nhs.net. Once again thank you for getting in touch and we wish you all the best. Kind regards, Royal Surrey Communications Team
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Review titled The Best of Care in my time of need.
Rated 5 stars out of 5
by Angela M. Dixon - Posted on 20 November 2023
I cannot thank enough all Doctors and staff: from 999 Call Response Team, Ambulance Paramedics, A&E, Scan and X Ray Teams, Orthopeadics Department and Physiotherapy for the very kind, proffessional way I was treated following my accident falling off a ladder in my Garden. Six months on now, even aged 66, I am 95% back to full mobility following my dislocated shoulder and injury to my foot. With additional months advise of excercises to complete I plan to achieve 100%. Under obvious pressure everyone was helpful and caring which I so appreciated. On my various visits from on the day of my accident and for appointments, it was sad to occasionally witness the rudeness and verbal brickbats from some patients and bravo for those who handled it appropriately well. We are so lucky in this Country to have such a service. Thank you, Thank you all.
Visited Accident and emergency services on June 2023
Review titled Royal Surrey County Hospital
Replied on 22 November 2023
Dear Angela, We're sorry to hear about your accident but thank you for taking the time to send your very positive feedback for all the teams and staff who looked after you. It's great to hear that you are almost back to full mobility and we wish you all the best with your recovery. We have shared your appreciative comments with the teams you mention. Kind regards from the Patient Experience Team
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Review titled Zero follow up post surgery
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
I had surgery to remove two lower wisdom teeth. No routine follow up was booked in for after this surgery. Pre-Op I was told the Omfs department was manned 24/7 and to call if I had any issues post-surgery. I experienced significant pain with dry socket post-surgery, and tried on a couple of occasions to reach a member of the team out of hours. The switchboard simply told me noone was available and hung up. When I tried to reach in working hours I was told I would have to come to A & E for any support, but that wait times were very high and so was discouraged from doing so. This is and has been extremely distressing. I'm experiencing significant pain with no support from the department that performed my surgery.
Visited Oral and Maxillofacial Surgery on June 2023
Review titled Royal Surrey County Hospital
Replied on 07 July 2023
Dear patient, Thank you for taking the time to share your feedback with us. We value all feedback as it helps us to improve our services. We are sorry to read that on this occasion your experience was not of the high standard we aspire to. We will pass feedback onto the department for them to look into. If you would like the matter to be investigated further, please contact our Patient Liaison and Advice Service (PALS) at rsch-tr.PALS@nhs.net. Once again, thank you for taking the time to share feedback. Kind regards, Royal Surrey Communications Team
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Review titled Paediatrics - emergency, so kind and efficient
Rated 5 stars out of 5
by Clare Hampshire - Posted on 24 June 2023
I visited early this morning with my 3 year old granddaughter for whom I was caring this weekend. They were so kind to us - extremely thorough in their diagnosis and gave immediate treatment and reassurance. It was topped off with my little one receiving a teddy donated to the hospital. Exemplary service, thank you.
Visited Accident and emergency services on June 2023
Review titled Royal Surrey County Hospital
Replied on 26 June 2023
Thank you for your lovely feedback message for the paediatric emergency team. We will pass your positive feedback on so it can be shared with the team. It means a lot to hear patients' valuable feedback. Kind regards from the Communications Team.
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Information supplied by Royal Surrey NHS Foundation Trust